Cisco Cisco Unified Intelligent Contact Management Software User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Skill Group Reports
Date Time (no label)
The date and time at the start of the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Incoming Tasks
Ans
Ans
The number of tasks answered in the half hour interval. The count for CallsAnswered is
updated in the database at the time the task is answered.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf
updated in the database at the time the task is answered.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf
Incoming Tasks
Ans Wait Time
The sum of answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks
answered by the agent in the half hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
ICM systems) and NetQTime (for IPCC systems).
NOTE: With the existence of a network VRU, in an ICM Enterprise deployment with an
IPCC System PG this value will not include time spent in the network VRU.
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
answered by the agent in the half hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
ICM systems) and NetQTime (for IPCC systems).
NOTE: With the existence of a network VRU, in an ICM Enterprise deployment with an
IPCC System PG this value will not include time spent in the network VRU.
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Incoming Tasks
Handled
Handled
The total number of tasks handled by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Incoming Tasks
Handled Time
Handled Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for inbound tasks
counted as handled by the agent in the skill group in the half hour interval.
Handle time includes the time spent from the call being answered by the agent to the
time the agent completed after call work time for the call. The value for
HandledCallsTime is updated in the database when the after-call work time associated
with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
counted as handled by the agent in the skill group in the half hour interval.
Handle time includes the time spent from the call being answered by the agent to the
time the agent completed after call work time for the call. The value for
HandledCallsTime is updated in the database when the after-call work time associated
with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Incoming Tasks
Handled Talk Time
Handled Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state for tasks associated with the skill group in the half hour interval.
The value is updated in the database when the after-task work time associated with the
task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Active state for tasks associated with the skill group in the half hour interval.
The value is updated in the database when the after-task work time associated with the
task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Incoming Tasks
Talk In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the active state (on incoming tasks) in the half hour interval. TalkInTime is
included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf
spent in the active state (on incoming tasks) in the half hour interval. TalkInTime is
included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf